Billing, Refund, and Cancellation Policy

This policy explains Avalon billing, refunds, cancellations, renewals, taxes, and payment issues. If a signed order form, invoice, pilot agreement, or enterprise agreement states different billing terms, that agreement controls.

For this policy, "Avalon" means Avalon Flow Inc., a subsidiary of Questili LLP, unless a signed order form or customer agreement identifies a different contracting entity.

Plain-English summary

You can use Avalon without a paid plan for regular email, manual Flowboard items, manual due dates, and Pulse. Paid plans add AI, automation, meeting availability, model routing, mailbox capacity, and support terms. Canceling stops future renewals, but refunds only apply when required by law, stated in an agreement, or granted by Avalon.

1. Paid plans and invoices

Avalon may offer subscriptions, pilots, usage-based add-ons, custom enterprise plans, perpetual licenses, support plans, or manually invoiced arrangements. Pricing, billing interval, included features, seats, usage limits, renewal terms, and payment method are shown in the applicable checkout flow, invoice, order form, or customer agreement.

2. Current self-serve plan structure

Avalon can be used without a paid plan for regular email, manual Flowboard items, manual due dates, and Pulse. This is not a separate subscription plan.

Avalon currently presents the following self-serve paid plan structure unless a checkout flow, order form, or customer agreement states otherwise. Self-serve paid plans include a 7-day trial for eligible accounts.

Plan	Monthly price	Annual price	Notes
BYO model	$8 / month	$80 / year	Single-mailbox Avalon workspace for users who supply their own API key, custom endpoint, or local model. BYO/local/custom model usage is billed by the provider you choose, not by Avalon.
Indie	$15 / month	$150 / year	Default individual plan with Avalon-hosted AI included under fair-use limits, up to 3 total mailboxes, and shared subscription usage across connected mailboxes.
Pro	$50 / month	$500 / year	Higher multi-mailbox capacity, near-unlimited hosted AI capacity, priority support, and early access.
Enterprise	Custom	Custom	Deployment, procurement, support, and commercial terms are agreed in writing. Avalon-hosted AI is not included unless a signed agreement says otherwise.

Avalon does not use token-based or credit-based self-serve pricing for these plans. Hosted AI limits, fair-use thresholds, mailbox limits, deployment scope, and support entitlements are controlled by the checkout flow, account settings, order form, or signed customer agreement.

Self-serve plans are for one person unless the checkout flow or agreement says otherwise. BYO is a single-mailbox plan. Indie includes up to 3 total mailboxes, with subscription usage shared across them. Pro includes higher multi-mailbox capacity. Enterprise terms control if they differ from this policy.

3. Payment authorization

By purchasing a paid plan or accepting a paid order, you authorize Avalon or its payment processor to charge the applicable fees and taxes using the payment method or invoicing process provided.

You are responsible for keeping billing information current and paying all undisputed amounts when due.

4. Taxes

Fees are exclusive of taxes unless stated otherwise. You are responsible for applicable taxes, duties, levies, withholding, or similar governmental charges, except taxes based on Avalon’s income. If tax withholding is required by law, you must gross up payments or provide documentation as required by the applicable agreement.

5. Renewals

Subscriptions and support plans may renew automatically unless canceled before the renewal date according to the applicable checkout flow, account settings, order form, or agreement. Renewal pricing and plan features may change prospectively with notice where appropriate.

6. Cancellations

You may cancel a paid plan through product controls or by contacting support@avalonflow.com. Cancellation stops future renewals but does not automatically refund fees already paid unless required by law or stated in the applicable agreement.

Access may continue through the end of the paid term unless the account is terminated for breach, risk, or non-payment. Perpetual enterprise licenses, support terms, and self-hosted deployment obligations are governed by the signed order form or agreement.

7. Refunds

Unless required by law or stated in a signed agreement, fees are non-refundable. Avalon may choose to issue credits or refunds in specific cases at its discretion, such as duplicate charges, billing errors, or service issues.

Refund requests should be sent to support@avalonflow.com with account, invoice, and reason details.

8. Failed payments and overdue amounts

Avalon may retry failed payments, contact billing administrators, suspend paid features, downgrade service, restrict access, or terminate accounts for failed, disputed, or overdue payments.

You remain responsible for undisputed amounts incurred before cancellation, suspension, or termination.

9. Plan changes

If you upgrade, downgrade, add seats, remove seats, or change usage, fees may be prorated or adjusted according to the checkout flow, invoice, or agreement. Downgrades may reduce features, limits, retention, support, integrations, mailbox capacity, or model routes.

10. Trials and pilots

Trials, founder-led pilots, discounted pilots, or promotional offers may have special terms, limits, expiration dates, or conversion requirements. Unless stated otherwise, trial or promotional access may end at any time and may not include all paid features. Avalon may limit trials to one use per account or customer.

11. Chargebacks and disputes

If you dispute a charge, contact support@avalonflow.com first so Avalon can investigate. Chargebacks or payment disputes may result in account review, suspension, or termination.

12. Contact

For billing, refund, cancellation, invoice, or payment questions, contact support@avalonflow.com.